FRONT Office Outsourcing
Front Office outsourcing support service that the Center provides are as follows:
– Customer service/support
– Technical support/help desk
– Appointment scheduling
– Inbound/outbound sales
– Market research
SwaziBank, NCC partnership
SwaziBank and the National Contact Centre (NCC) have ventured into a partnership.
The unprecedented partnership has already started yielding positive results for the bank.
SwaziBank Managing Director Zakhele Lukhele said the bank was overwhelmed by the results of the partnership so far.
He said the partnership was such that NCC cross-sells SwaziBank products to customers on behalf of the Bank.
He said the partnership started with contacting dormant customers with the aim of bringing them back to be SwaziBank customers.
“To give them (customers) that important call has been an eye-opener. You (NCC) have opened our eyes in customer relations,” he said when touring the NCC offices at Phocweni on Thursday.
Lukhele further mentioned that the Bank has also tasked NCC with selling some of its products to customers.
“We are very grateful for the partnership and engaging NCC has created a big jump in the way we operate. The high number of accounts opened is overwhelming,” he said.
……..NCC grateful for partnership
The National Contact Centre (NCC) Project Manager, Vusi Magagula, has said the institution was grateful for the partnership.
Speaking when the SwaziBank Managing Director Zakhele Lukhele toured the NCC offices, Magagula said: “We would like to thank SwaziBank for trusting us in agreeing to this partnership.”
He said they were aware that SwaziBank has its own Call Centre, but entrusted NCC to add another dimension.
“We intend to exceed our own expectations,” he said.
NCC Head of Operations Sabelo Dube said: “We are so grateful for the partnership. You (SwaziBank) are actually our reference from today.”
Dube explained that the partnership started with reviving dormant accounts “and now we are selling investment accounts”.
He said the NCC agents were excited with the partnership and it motivated them.
“You surely are a bank with a heart. We are humbled,” said Dube.
He further mentioned that all calls were recorded for quality monitoring and dispute handling (if any).
“We concentrate on service delivery and sales. We are all about feedback, whether good or bad. Where it is wrong, we correct it,” he said.
NCC Communications Officer Nana Mdluli said: “We are grateful to be given an opportunity to work with a local brand.”